Anyone else hate the Huel website?

21

Hi Olivia,

Whilst I appreciate the apology, you nullify it with this:

This is unusual for us

It’s really not. This is a common experience for not just myself but others on and off the forums. I’m more than happy to link you to them.

That being said, the team also have to respond to Twitter, Facebook, Instagram & the telephones

My point was highlighting that so few people dealing with so many different things is a bad thing, and you just added some extra responsibilities on top. This just makes me sad for the individuals on your customer service line. No wonder they’re making mistakes.

I can see that there was a little confusion with the date in the latest email, not to worry though, it’s easily fixed.

A little confusion? :joy: not a single thing about it was right. The day, the month and the frequency were all completely wrong.

As Ella mentioned, the tech team always work extremely hard to resolve outstanding issues.

Doing what? Can we get a report please? It’s cool that you guys have so many fans here willing to chip in with inane comments about my incorrect use of the FoI, but regardless, can we actually see what you’re doing instead of giving vague statements like this? I can work extremely hard pulling my plonker all day long, doesn’t mean my time was used productively.

What figures are you referring to here?

a list of bug fixes and why the main ones like one-time purchases setting up subscriptions aren’t being prioritized.

As I already wrote ^. Quantifying your statement with something other than “working hard” is a good start. I hate these non-answers. Just talk to me like you would your mates and tell me wtf you’re doing. It’s quite simple. I’d respect the honesty of “we only have Steve doing everything and he’s not the best” over this corporate waffle.

I can process this today for you if you would like me to?

Nah, don’t bother. I’ll leave it as your team have left it. At this point the only way I can get any satisfaction from this is to save the £330 it would have cost me buying every week until 13th May and look for alternatives.

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22

Have to say I completely agree, and the person I recommended Huel to feels the same.

The website is genuinely awful. I do not understand how a serious company can operate with something so buggy and unintuitive. The support experiences have been slow and poor too.

It is such a shame as the product is great, but I see no reason not to just use a competitor when there are now so many services offering the same thing, but those don’t have such annoying websites.

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23

I have this exact issue where a one time flavour boost purchase has been set up as a subscription. Huel support are currently insulting me via email as I try to get it refunded, saying I “forgot” that I set it up as a subscription. I clearly showed that if I set it up as a subscription I’d be getting 10% off each one (I’m not). They replied saying there is no 10% off on flavour boosts subscriptions (there is).

I literally gave them the steps one by one to replicate the issue and they say “I understand you don’t remember setting up a subscription”
Here are the steps:

  1. Go to your Orders.
  2. See your upcoming order, click “Add to box”
  3. Choose “Huel Natural Flavour Boosts”
  4. Note that at the top, the options are " ONE TIME PURCHASE ", OR " Subscribe - 10% off"
  5. Click “Subscribe”, just to see that you do in fact get 10% off for subscribing.
  6. Choose " ONE TIME PURCHASE " then your flavour.
  7. Click ADD
  8. Enjoy getting your unwanted flavour pack every 4 weeks, even though you clicked “One time purchase” on an 8-weekly subscription.

Shockingly bad support.

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24

I feel like they’ve made it worse. The subscription page use to list a somewhere upto the next 12 upcoming shipments on your subscription, and you had the option to skip individual shipments. WIth the latest website, you can only see the very next upcoming shipment.

25

Support didn’t want to admit they were wrong so just closed my case without notification instead. I went ahead and did a chargeback on the credit card, so guess we both win here - I got my money back and huel get to continue not fixing their website.

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